feebak allows Genesys Cloud organizations to offer surveys to their callers soon after their conversation with an agent. Ability to offer survey automatically after agent disconnects ensures maximum participation and no cherry-picking on survey offerings. The wide range of survey dashboards, highly customizable survey builder & deep integration with Genesys Cloud makes feebak a must-to-have companion with your Genesys Cloud subscription.
feebak offers smart integrations with Genesys Cloud at multiple levels. - Embedded UI within Genesys Cloud. - Agents, Queue and Prompt synchronization. - Survey IVR publishing within Genesys Cloud. - Smarter survey decisions based on Caller profile & Genesys Cloud statistics. - Notifications into Genesys Cloud.
feebak survey builder offers simple but a powerful questionnaire builder for designing your end-call surveys. Surveys built using feebak survey are automatically published as IVR flows in Genesys Cloud. This enables business users to create and edit survey flows without the need for an IVR developer. Genesys Cloud integration allows survey flows to be dynamic and take different paths based on Genesys Cloud data such as customer profile, call attributes, CRM data, Genesys Cloud status such as caller waiting time, priority, agent selection etc.
feebak’s intuitive dashboards with drill down capabilities allow organizations to have both birds eye and granular view on their survey results.
Conditions and actions in survey builder allows survey questions to be dynamic based on various factors such as caller responses or attributes.
Notifications could be triggered into Genesys Cloud chat or individual users based on survey scores or question responses.
Agent Scoreboards brings gamification into your contact center . With Agent scoreboard view, agents could view their average customer satisfaction scores and also compare themselves to rest of the organization.
Surveys can be activated on queues always or based on various conditions such as time, caller data or Genesys Cloud stats.
Multi-Language easy to use survey builder with various question types and customizable conditions and actions.
Custom Scoring Categories could be created and assigned to Surveys & Question Responses. Custom colors and range could be defined for each scoring level which shall be reflected in the Survey Results Dashboard & Reports.
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